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  • 1.  Queue - CGA Reporting and RT Monitoring

    Posted 20 days ago

    Hello all,

    For one of our customers, we want to implement CGA (Conditional Group Activation).

    However, we are unsure how to monitor the queue in this situation. Specifically, we would like to know where we can see real-time (RT) information about what is currently happening in the queue, and what data is available in historical reports - for example:

    • How many calls were transferred to the first group, second group, etc.
    • - How many calls were answered by agents from the first group, second group, etc.
    • - Average Talk Time for calls handled by each group

    Does anyone have experience with this?

    What views and reports should we use?

    Any additional information would be greatly appreciated!

    Regards,


    #Implementation
    #Reporting/Analytics
    #Routing(ACD/IVR)

    ------------------------------
    Yvgeni Liberman
    Solutions Architect

    Mobile +972 52-6344414
    Voice +972 3-9281514
    e-mail yvgeni_new@itnavpro.com
    ------------------------------


  • 2.  RE: Queue - CGA Reporting and RT Monitoring
    Best Answer

    Posted 20 days ago

    Hi Yvgeni,

    From my understanding and from a few similar CGA/Conditional Routing discussions I came across in the community, one of the current challenges is that the interaction itself remains within the original queue while the eligible agent pool dynamically expands in the background.

    Because of that, the reporting visibility seems to focus more on:

    • which agents ultimately answered the interactions

    • answer timing

    • conditional requested/used metrics

    • and agent group analysis

    rather than exposing very explicit CGA activation/group routing reporting directly in standard views.

    I also noticed discussions where even the Conversation Details Analytics API was not always exposing enough information to reliably identify which conditional group handled the interaction historically.

    Some related discussions I found useful:

    Hope this helps and someone with more hands-on CGA reporting experience may be able to add further detail/corrections as well.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------



  • 3.  RE: Queue - CGA Reporting and RT Monitoring

    Posted 20 days ago
    Edited by Samuel Jillard 18 days ago

    Hello Phaneendra,

    Many thanks for your response.

    As I can see from the two links you sent, I am not the only one with this question. I also found this related idea on the Ideas portal:

    https://genesyscloud.ideas.aha.io/ideas/CERTNG-I-2139

    However, it is still "Under PM Review."

    Regards,



    ------------------------------
    Yvgeni Liberman
    Solutions Architect

    Mobile +972 52-6344414
    Voice +972 3-9281514
    e-mail yvgeni_new@itnavpro.com
    ------------------------------

    Original Message


  • 4.  RE: Queue - CGA Reporting and RT Monitoring

    Posted 20 days ago

    Hi Yvgeni,

    Thank you for sharing the Ideas portal link as well.

    Hopefully with more votes and customer interest it gets additional attention, as it definitely seems like something multiple organisations are looking for when implementing CGA reporting and visibility.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


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